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This concept means how your product, service or business is laid out before your clients.
If you have a storefront a dirty floor will reduce your number of repeat clients. What you do first, second and third will impress or scare away customers. If you have a restaurant, the must not only be good, it must look good on the plate.
ACTION STEP: Find the most critical person you know. Ask them to critique your product, service , or business. They will find something. This is what you want. Act on their suggestions